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Attention of Ambulance Service and Casualty Staff.

Posted By Hughie

"Attention of Ambulance Service and Casualty Staff."

About: Scottish Ambulance Service / Emergency Ambulance University Hospital Monklands / Emergency Department

(as the patient),

 My wife and I recently had to call the Ambulance Service on 999 system as I thought I had the symptoms of a second stroke. After my wife and I gave precise description of what was occurring I was taken aback at the call handler wanting to continue with questions. I can state this because I am a former employee of one of the emergency services. I appreciate Management are trying to stop waisted use of 999 system, ambulances and Casualty Depts, but when a caller gives precise details I do not feel it is necessary to prolong the discussion on the phone and think the Ambulance under these circumstances should be sent as quickly as is possible. I obviously appreciate Call Handlers work under pressure and many, many times help save lifes, but if they are tied to set procedure by Management I think it is totally unfair on them and the person calling for assistance giving precise details. ( An opinion I will stand by because of previous employment). The ambulance did attend and I would like to thank the two Ambulancemen for their first class attention whilst dealing with my wife and I, and getting me to the hospital. I saw immediately how busy the Casualty Dept was. Throughout my time in the Dept. I would like to thank all the Nurses who attended to me in a friendly and totally thorough professional manner. I would also like to thank the Doctor who attended to me in similar manner, which I gratefully appreciated as I have long term problems which could complicate matters. I appreciated her advice and investigations will continue. I would like to say that the amount of work done in the Casualty Dept by Management is first class improvements and facilities for patients and staff from years ago. Security for staff and patients appears to be vastly improved also. Again I would like to thank the Doctor and nurses who attended to me.

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Responses

Response from Pat O'Meara, General Manager, Events, Scottish Ambulance Service 7 years ago
Pat O'Meara
General Manager, Events,
Scottish Ambulance Service

Head of Events

Submitted on 10/04/2017 at 14:32
Published on Care Opinion at 16:21

Dear Hughie,

I was sorry to read that you have been unwell and I hope that you are recovering.

It may reassure you to know that as soon as we know the address that the ambulance needs to be sent to the information is sent to the team that dispatches a responding resource - the questions do not delay the response and are so that we can ensure that the responding clinicians have as much detail as possible prior to their arrival and so that our call handlers can give pre-arrival advice or instructions if necessary.

Thank you for the great feedback on the team who came to you. If you want to, I could pass your thanks on, or please let me know if you have any questions at all. My contact number is 0141 810 6101.

Pat

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Update posted by Hughie (the patient)

Dear Pat, I would like you to thank the two Ambulancemen who attended from Cumbernauld to assist me and took me to hospital. I thought the way they dealt with me was first class as I was not feeling well at all. I take in all what you say but as an X employee of one of the emergency services I cannot agree that in all calls questions are always totally relevant to assist the clinicians. All that was needed was the Call Handler to advise my wife or myself ,after the precise information had been supplied,that an ambulance had been dispatched, then asked for us to give further answers. This did not occur which caused us to believe the questions were being asked to decide whether an ambulance would be sent. As I am a former employee of one of the emergency services I have the highest respect for all working in the emergency services,but I realise after all the years with dealing with hospitals I can see the difficulties facing the staff on the front line. I will repeat if Call Handler had stated an ambulance had been despatched after the precise information had been given then none of frustration would have occurred. I know this will not change procedure,but it is thought that would not be hard to adopt for Call handlers to advise callers reporting possible serious problems,and cause less worry for the people making the call.

Response from Morag McGhee, Deputy Chief Nurse, University Hospital Monklands, NHS Lanarkshire 7 years ago
Morag McGhee
Deputy Chief Nurse, University Hospital Monklands,
NHS Lanarkshire

Submitted on 11/04/2017 at 12:13
Published on Care Opinion at 14:37

picture of Morag McGhee

Dear Hughie

I am sorry to hear that you have been unwell and had to attend the Emergency Dept and I hope that your health is improving.

Thank you for taking the time to post regarding the care you received whilst in the department and that this was provided in a caring and professional manner. I am heartened to hear that you found the changes made to the department are positive and have improved the facilities for patients as this was our aim.

kind regards

Morag

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Response from Nichola Summers, Deputy Director of Hospital Services, University Hospital Monklands, NHS Lanarkshire 7 years ago
Nichola Summers
Deputy Director of Hospital Services, University Hospital Monklands,
NHS Lanarkshire

Submitted on 11/04/2017 at 12:23
Published on Care Opinion at 14:37

picture of Nichola Summers

Dear Hughie

Thank you so much for taking the time to give us such positive feedback on your experience in the Emergency Department at Monklands Hospital. As you say, we are in the middle of making some improvements to the environment in the department and I'm delighted that you feel this is moving in the right direction.

I will be sure to pass on your very kind comments about the team involved in your care, and I'm sure they would all want me to pass on their best wishes for your continued recovery.

Kind regards

Nichola

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Update posted by Hughie (the patient)

Dear Ms Nicola Summers, Thank you for taking the time to reply. Nobody wants to attend Casualty but having dealt with the Dept in a professional capacity many years ago and a few times as a patient I appreciate the pressures the Nurses and Doctors work under. I appreciate the manner I was dealt with, which makes it easier for patient. The improvements in Security I think helps not only the Nurses and Doctors but patients also, which is very important for all. There is no need to reply to this. Thank you,

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